Z fold 5 delamination screen Issue

[Rhoward14]

I used to love Samsung, which is why I purchased not 1, not 2, but 3 Samsung Z fold 5 phones for my family. These were purchased 15 months ago and even though I am the lightest user of the phone my inner screen has started to delaminate. 

I contacted and spent 45 minutes with Samsungs customer service and all they had to say was that the phone was out of warranty, and it would be $500 dollars to repair. My phone is in pristine condition with eh exception of the inner screen, but they did not care. I even asked to have my complaint escalated but that was not going to happen with my “service professional”.

I purchased this product even though I get an Iphone free from my company, but I happen to like the Android operating system better. I would encourage anyone thinking about a foldable phone to look at Googles Pixel 9 which is what I will be purchasing in a few months when I have finished paying off this phone.

Just a note I purchase a phone about every 3 years and take great care of them. As I am in sales it is a tool of the trade, so it is worth it for me to have a nice new phone. This is my 4th Samsung, and it is going to be my last unless they can get their act together.

To be clear I would have stayed with Samsung if they stood behind their product.

[smiley]

Just as a pre-cursor... this is the UK and EU community and you might be better posting on the US community for a more focused response.

Also, like you I am simply a customer and not 'official samsung' response. This response is the best of my knowledge.

I do believe that all the fold phones are preinstalled with a screen protector. This is intended to be left on the phone permanently and helps to protect the flexible glass layer.

I am giving my response based upon the assumption that the issue is with a protective layer and not the actual screen underneath. Perhaps it is possible you are mistaken and the issue you see is the bubbling up of the protective layer and not a delamination.

I do know that in the UK a replacement of this screen protector is free of charge on ONE occasion after the protector starts to fail. I would suggest you discuss with your US support team.

However I am not sure what the warranty terms are in the US. By Samsung UK we are given 24 months warranty period. I am not sure if this is also consistent with the US region. There are a lot of differences in pricing and carrier options between our regions.

Finally, if it is the screen protector that is coming away from the screen and you are unable to negotiate a warranty replacement of this, then you have some options.

- There are aftermarket protectors that you could consider fitting yourself.

- You could remove the factory protector and use without any. This would add risk to the screen underneath and I wouldn't recommend, but is worthy of note.

- You could use a samsung service centre to replace this screen protector for you with their paid service. If it is a screen protector fault then this should not cost $500 ! A screen protector layer replacement should be a fraction of the cost.

I hope this helps, but I think you need advice from your region.

Kind regards
Smiley.

[BandOfBrothers]

Hi @Rhoward14 and may I extend a Warm Welcome to the Samsung Community Forum 👋 

The same happened with my Samsung Fold³ to which I ended up removing the factory fitted screen protector, and just continued using the Fold without one. 

This does not void any remaining Manufacturer's Warranty. 

A person can by these from an Accessories Manufacturer's and fit it themselves if they wish. 

I'm sorry that this experience has now resulted in you wanting to purchase a phone from another manufacturer. 

I wish you all the best 😎

[Members_cSjcRHs]

My handset was sent to repair center 12 months to the day of receiving it, mine is the Z flip 5, started noticing a black mark on the fold of the screen right next to the hinge, they are saying I have voided my warranty due to damage to the hinge on opposite side, I have never damaged my phone, it's always had the screen protector on and also the Samsung protective case, they are wanting to charge me over £300 to repair which I've not got right now but I'm disputing I've caused any damage, I believe it's a fault on the phone as I've now read quite a few people have the same issue, but Samsung repair center are avoiding warranty repairs, I've spoken to Samsung c/s who was absolutely no help whatsoever, I have asked them to return my handset as not able to pay for the repair and as I said I've not damaged it, so where do I go from here?

There is clearly an issue with the folding/hinge on the phone, how do I go about escalating this?

I was told by others before sending my device that they would come back and say, damage to the phone so as to void warranty, but I thought better of Samsung, I dread to have a problem with my other products, smart TV, soundbar, Smart dryer, washing machine, smart fridge freezer, Jet hoover, tablet...

Can someone from Samsung point me in the right direction please as to how I can escalate this.

Carole